Certified Quality Management Professional Boot Camp
5-day instructor-led class, includes CQMP certification exam - $4,995
On-site delivery available
RCCSP
  Professional
    Education
       Alliance

Overview

A well-designed quality management program is far more than call monitoring and agent scorecards. It streamlines operations by reducing escalations, transfers, errors, and email turnaround times-while increasing documentation rates, customer satisfaction, and Net Promoter Scores. Done right, quality management can even reduce the time callers spend in touch-tone menus or with front-end bots and AI agents.

Is your center's quality function delivering this level of impact? Is QA accountable for deep analysis, measurable continuous improvement, and a financial return on quality monitoring time? If not, it can be. And it should be.

In this hands-on boot camp, attendees will learn to lead a full-scale quality program, from strategic planning to managing daily execution. Topics include setting quality policy, identifying goals, conducting stakeholder analyses, drafting SOPs, and designing form components and scoring methodologies. On the operational side, attendees will learn how to design and use quality definitions documents, establish appeal processes, communicate QA findings to trainers, ensure consistent scoring across monitors, deliver skills coaching that works, and leverage a metric scorecard for the quality management function that ensures accountability and high performance.

Participants will work through all of these activities during the course, producing valuable new materials and advancing their own professional impact.

We'll explore the expectations of the most important stakeholder --the caller -- and examine what scientific research reveals about how quality is assessed in the caller's mind. Attendees will draft monitoring criteria in class to ensure agents meet or exceed those expectations.

Who Should Participate

The Certified Quality Management Professional (CQMP) certification boot camp is a strategic leadership course designed for quality managers, supervisors, executives, analysts, trainers, coaches, and others responsible for establishing continuous quality improvement within the contact center. Quality monitors whose primary function is to listen to and score calls should attend he Certified QA Monitor (CQAM) training course.

Because the Certified Quality Management Professional Boot Camp defines quality roles and responsibilities more broadly than many organizations currently do, cross-functional participation is recommended. When professionals from QA, training, operations, coaching, and analytics attend together, they build a shared understanding of terminology, methods, and expectations that strengthens collaboration and long-term results.

CQMP certification includes completion of a real-world performance improvement project, supported by an executive business case. Cross-functional alignment increases the likelihood that project proposals will be understood, endorsed, and successfully implemented.

In-House Group Training Option

On-site instructor-led delivery of the CQMP boot camp becomes more economical as the size of the group increases. If a number of professionals would benefit from attending the CQMP course, consider scheduling a private session at your location. More information on arranging on-site private training is provided below.

Prerequisites

Attendees should possess a basic understanding of what a call center is, basic call center terminology, and fundamental call center quality monitoring concepts. Course materials are in English, and attendees must possess a high level of English fluency.

Learning Objectives

Attendees will learn how to:

  • Define a formal quality policy and communicate expectations across stakeholder groups.
  • Assess quality maturity across key operational areas and conduct a comprehensive SWOT analysis to guide strategy and contingency planning.
  • Launch quality initiatives using structured stakeholder analyses and targeted communications
  • Anticipate and address common agent concerns about monitoring and quality feedback.
  • Integrate quality analysis into process improvements and knowledge bases authoring.
  • Correlate internal QA results with external customer satisfaction data to uncover unmet needs and preferences.
  • Create objective monitoring definitions and calibration protocols to ensure objectivity, consistency and transparency.
  • Implement best practices for what to monitor, how often, how much, and by whom.
  • Develop performance metrics and a balanced scorecard to objectively report quality team efforts and achievements
  • Experience what skills coaching is (and is not) and exactly what to do to plan and execute effective coaching sessions.
  • Facilitate coaching sessions that build confidence, change behavior, and positively impact quality and the customer experience.
  • Foster collaboration across quality management, quality assurance, training, coaching, and SOP authoring for synergistic performance gains.
  • Capitalize on scientific research results that explain exactly how customers perceive quality.
  • Accumulate monitoring data that will propel tomorrow’s most powerful performance improvement information.
  • Unleash an infectious, motivating and supportive quality-managed culture that dispels the "big brother" image, raises morale, and reduces turnover.

Deliverables and Take-Home Tools

In-class materials and take-home tools include:

  • Comprehensive course manual (an excellent post-training reference tool)
  • Quality Management Program capability maturity model assessment tool
  • Quality management forms and templates
  • Communication style profiling tool
  • Standard Operating Procedures (SOPs) template
  • Quality Definitions Document Template
  • Discussion planner for post-monitoring coaching discussions
  • Quality monitoring form examples
  • Employee job satisfaction and commitment assessment survey tools
  • Communication styles cheat sheet for use during coaching conversations
  • Real-time communication style profiling flowchart

Detailed Course Outline

Chapter 1 – Quality Policy, Assessment, and Strategy

  • Quality Management (QM) and Quality Assurance (QA) differentiated
  • Establish the organization's Quality Policy
    • Identify stakeholder groups
    • Document the organization's quality commitments to each stakeholder group
  • QM critical success factors
    • Quality monitoring volumes and frequency
    • Continuous Quality Improvement Cycle Frequency
    • Organizational commitments
      • Upper management commitment to fund and support
      • Workforce management commitment to scheduling coaching and training time
  • The quality management process, in brief
    • Establish quality policy
    • Determine quality goals and objectives of stakeholders
    • Define, document and communicate quality standards
    • Evaluate front-line professionals' compliance with quality standards
    • Objectively measure quality and report trends and progress
    • Initiate and coordinate activities that drive quality improvement
  • Quality, Quality Assurance, Quality Score, and Standard Operating Procedures defined
  • Complete a Quality Capability Maturity Assessment
    • Identify quality management process areas ripe for improvement
  • Complete a Quality SWOT
    • Document strategies to
      • Protect and enhance quality management strengths
      • Standardize processes to overcome quality weaknesses
      • Identify opportunities superior quality presents and develop strategies to pursue them
      • Identify threats poor quality creates, strategize ways to guard against negative outcomes, and brainstorm contingency plans
  • Document the quality vision and mission statements

Chapter 2 – Call Center Metrics Review

  • Define and review front-line performance metrics that impact quality and can be influenced by quality standards.
    • Efficiency metrics
      • Talk Time
      • Hold Time
      • After Contact Work / Wrap-up
      • Average Handle Time
    • Capacity metrics
      • Speed of Answer
      • Service Level
      • Attrition Rate
      • Cost of Attrition
    • Effectiveness metrics
      • Quality Score
      • Customer Satisfaction Score
      • Employee Job Satisfaction Score
      • Error Rate
      • First Contact Resolution Rate
      • Conversion Rate
    • Productivity metrics
      • Transfer Rate
      • Escalation Rate
      • Documentation Rate

Chapter 3– Stakeholder Analyses

  • Determine stakeholder groups
    • Internal contact center stakeholders
    • Internal organizational stakeholders
    • External stakeholders impacted by the contact center's quality and success
    • External indirect stakeholders with an interest in the quality the contact center provides
  • How to conduct a stakeholder analysis for each stakeholder group
  • How to select and prioritize stakeholder-preferred quality components
  • Prepare the Quality Stakeholder Development Plan documents, identify/assess/determine
    • Potential financial and staffing contributions
    • Specific objectives
    • Proposed quality attribute
    • Call center impact classification
    • Relative priority
    • Appropriate quality scoring scale
    • Weighting factor recommendation
    • Implementation workplan tasks
    • Quality Management communication tasks
      • How to communicate quality benefits to executive management
      • Quantifying corporate and organizational contributions and costs
      • Raising stakeholder and customer awareness
      • Reporting quality achievements to agents
      • How to communicate quality-driven benefits to customers/callers
    • How to anticipate and address staff concerns
      • QA process transparency
      • Potential for quality monitor bias
      • Objective vs. subjective scoring
      • Freedom from analyst preconceptions
      • Consistency in scoring
      • Elimination of favoritism
      • Value to CSRs
      • Impacts on agent stress
      • QA data sample fairly reflects agent's typical performance
    • Calculate quality monitoring cost per call

Chapter 4 – Customer Perceptions of Quality

  • Differentiate contact center quality and customer satisfaction
  • Quality defined, from the caller perspective
  • Describe and discuss factors influencing customer satisfaction
    • General expectations
    • Caller characteristics
    • Service characteristics
    • Agent characteristics
  • Define quality monitoring criteria to encourage agent characteristics and behaviors callers associate with high quality, in each of the following areas:
    • Adaptability
    • Pace
    • Adaptive Communication
    • Attitude
    • Knowing and understanding the caller
    • Self-efficacy
    • Reliability
    • Commitment to quality and customer satisfaction
    • Explanation
    • Empathy
    • Empowerment
    • Competence

Chapter 5 – Affective Commitment & Quality

  • Occupational psychology research in the call center industry - what the science tells us about creating a quality culture
  • How agent job satisfaction and customer satisfaction are correlated
  • How agent job satisfaction and quality are correlated
  • Management practices that increase agent job satisfaction but decrease quality
  • Incentives that unwittingly decrease agents' commitment to quality
  • Three types of organizational commitment, and which one drives quality in contact centers
  • Drivers of affective commitment correlated with high-quality agent performance
  • Assessing/Surveying team members’ affective commitment
  • What science says about money as a motivator
  • How and when standardization and management control can negatively impact quality
  • Management models that impact quality, absenteeism and attrition
  • Establish quality metric reward programs
    • Popular contact center awards and rewards
    • Benefits and pitfalls

Chapter 6 – Quality Assurance (QA) Processes

  • Establish the quality requirements for your contact center
    • Goals and quality components that fulfill:
      • Customer focus
      • Compliance focus
      • Strategic focus
      • Efficiency focus
      • High impact focus
    • Alternate methods for presenting quality monitoring standards and how each is utilized
      • Standard operating procedures
      • Quality monitoring definitions
      • Guidelines
      • Levels of monitoring detail
  • Designing a quality monitoring form - Anatomy
    • Capturing the most important identifying data attributes for future quality analyses
    • How to determine and categorize characteristics of a call that lead to quality
    • Defining categories, components and guidelines
    • Form designs: checklist methods, weighted checklist scoring, sliding scale performance scoring
    • Choosing the right quality monitoring scoring system: compliance vs. performance
    • Developing a weighted scoring system
    • How and when to make and communicate changes to the weighting scheme
    • Setting quality score targets that motivate everyone.
    • When to use auto-fail
  • Establishing quality team responsibilities and parameters
    • Who monitors
    • 3 approaches for determining the volume of calls to be monitored
    • 7 monitoring methods, for all sizes and levels of technology
    • 4 means of selecting calls to be monitored
    • Determining the timing of call monitoring activities
  • Quality program metrics and performance evaluation standards
    • Measuring performance of the quality monitoring process
    • Measuring the performance of quality monitors, trainers and coaches with metrics
  • Implementing a coaching and feedback loop for continuous improvement
    • The who, how, and when of providing effective monitoring feedback
  • The calibration process
    • Who should and should not participate in the calibration session
    • Determining the frequency of calibration meetings
    • Critical tools for conducting calibration sessions
    • Calibration mathematics
    • How to set a standard deviation target
    • The process for updating quality definitions and guidelines
    • How to express changes to scoring standards and guidelines positively
  • The current state of quality monitoring software and capabilities
    • Quality assessment needs and quality product capabilities
    • AI tool capabilities, advantages, shortcomings and pitfalls
    • Call recording, transcription, AI, documentation summaries, and sentiment arc analysis
  • How to use quality scores as a marketing tool with key stakeholders

Chapter 7 - Communicating for Continuous Quality Improvement

  • Benefits of communication style assessment
  • Assess your own communication style
  • Assess others’ communication styles from
    • Pace, volume and tonality
    • Formal or casual approach
    • Humor style
    • Conflict style
    • Preference for summarized or detailed information
    • Mental organization
    • Body language
  • Adaptive communication techniques
    • How to profile a team member’s preferred communication style in real time
    • Adapting to each team members' specific communication style
      • Adjusting your tone
      • How to open the conversation
      • Interacting
      • Responding to concerns
      • Getting a commitment
    • Avoiding conflicts due to communication style differences

Chapter 8 – Coaching for Continuous Quality Improvement

  • Fundamentals of coaching
    • Performance coaching vs. career coaching
    • Your coaching role within the call center
    • Differences between coaching, critiquing, feedback and performance reviews
    • How to create a coaching culture
    • Qualities of an effective coach
    • Perform a coaching self-assessment
    • Assess your coaching fears and learn how to overcome them
    • Common coaching mistakes and strategies for avoiding mistakes
  • How to define and prepare for a coaching session
    • Pre-coaching phase preparation
    • Data you must bring to the coaching session
    • Preparing the coaching situation statement
    • Determining a team member's disposition toward coaching
      • The four dispositions
      • Appropriate coaching strategies
      • Determining an appropriate investment in coaching time
    • Selecting a coaching method and preparing for responses
      • Different types of coaching conversations and how to correctly conduct each for maximum effect
        • Performance Improvement
        • Counseling
        • Teaching
        • Motivating
        • Investigative
      • The five types of employee responses and how to address each
    • Establishing a coaching plan
  • Conducting the coaching session
    • Coaching techniques; how and when to utilize them
      • Addressing opinions and push-back
      • Notes, review, and good summarization technique
  • Post-coaching follow-up action planning
  • Conducting a post-coaching self-evaluation

Chapter 9 – Quality Management Project Planning

  • Selecting and prioritizing Quality Management projects
  • How to identify high-impact, affordable, worthwhile quality project
    • Current capabilities
    • Financing criteria
    • Staffing requirements
    • Potential impact
  • Drafting your executive-level business case
  • Proposing plans to management for approval
  • Selecting, planning, and implementing your CQMP certification project

Certification Process

The Certified Quality Management Professional (CQMP) certification is officially recognized by the RCCSP Professional Education Alliance and its members. This is an internationally-recognized certification.

The certification process consists of three parts:

  • Participation in a 5-day competency-based CQMP preparatory training course
  • A passing score on the online CQMP certification exam
  • Completion, review and acceptance of a certification project for your center.

Class Attendance: Participants will complete a five-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of a Certified RCCSP instructor. Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the certification exam.

Certification Exam: After the course, participants will have four weeks in which to take the online certification exam. The certification exam is comprised of 75 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification.

Certification Project: To be completed within 6 months of completing the course.

Participants will be given a list of project topics and will submit their topic within two weeks of completing the certification exam.

Topics will include items covered in the certification class such as creating and implementing:

  • Quality policy document
  • Quality management vision and mission statements
  • Qualty stakeholder analysis
  • Stakehold requirements prioritization process
  • Quality component development for stakeholder requirement
  • Quality component development for caller quality expectations
  • New quality monitoring form design and scoring system
  • New quality monitoring communication and training plan
  • Preparing quality definition documents
  • Quality monitoring process plan
  • Quality management function operating level agreements (e.g. with executive management, training, workforce management, etc.)
  • Quality team metric scorecard
  • Calibration process plan and standard operating procedures
  • Quality assessment automation and AI tool requirements definition
  • Quality automation and AI tool request for proposal
  • Standard operating procedure authoring process, update and distribution procedures
  • New hire training module on quality monitoring
  • And many other options

To increase the likelihood of every participant successfully completing the certification project, a certification project review team member will be available by phone and email to provide feedback during the work project portion of the process. The Certified Quality Management Professional CQMP certification will be awarded upon approval and acceptance of the candidate's business plan and documents evidencing project completion. Those certified will receive a custom-engraved crystalline CQMP award and use of the CQMP moniker.

Course Instructors

RCCSP faculty instructors have executive management, call center management, and training delivery expertise.  They are certified at  the “Master Trainer” level for delivery of this course and will adapt the course delivery to meet the needs of participants' varying levels of experience and differing call center environments. RCCSP's faculty includes instructors experienced in non-profit and government contact center environments, in addition to large and small for-profit environments.  Instructors are located throughout the USA.

Registration Fees

The per student registration fee for this training and certification program is $4,995 and includes:

  • 5-day instructor-led training course
  • All training materials
  • Communication profiling tool
  • USB-based CQMP toolkit including forms, templates, surveys, checklists and other resources to jump-start quality improvement initiatives
  • Certificate of completion
  • CQMP certification exam administration
  • Consulting support for certification projects during the boot camp and by email and phone thereafter
  • Engraved, crystalline certification awards for candidates earning certification.
  • Morning and afternoon coffee each day

To register, follow the "Register" link below or call (708) 246-0320. 

Seminar Schedule

Aug 4-8, 2025 Chicago, IL Centennial Center, Schaumburg
Nov 10-14, 2025 Chicago, IL Centennial Center, Schaumburg

Class Start and Stop Times & Dress Code

Class begins at 9:00 AM and ends at 5:00 PM each day. Morning coffee service begins at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please.

In-House Training Option

In-house, on-site training offers the added benefits of facilitated team interaction and a confidential environment where plans, processes, and policies can be openly discussed. For contact centers with a number of quality, coaching, and training development professionals, on-site training can maximize your training investment.

All-inclusive pricing for an on-site course delivered at your location is determined based on a "base fee" for up to four attendees, and a per person fee for each attendee thereafter.

  • Base fee for up to 4 participants - $19,995 includes:
    • 5-day instructor-led training course
    • All training materials
    • Instructor's travel and lodging expenses (for course deliveries in the continental US)
    • Materials shipping costs
    • USB-based CQMP toolkit including forms, templates, surveys, checklists and other resources to jump-start quality improvement initiatives
    • Certificates of completion
    • CQMP certification exam administrations
    • Consulting support for certification projects during the boot camp and by email and phone thereafter
    • Engraved, crystalline certification awards for candidates earning certification.
  • Additional participants - $1,595 each

Additional travel surcharges apply to travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the course delivery date.

The training site should provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • Two easels with self-stick flip chart paper and markers
  • Projection screen for instructor's power point presentation

Certified Quality Management Professional, up to 4 participants, $19,995
Additional Attendees, $1,595 per person

For more training course options, see the entire Contact Center Training Calendar of dates and locations.

For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.


Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

On-site training scheduling and cancellation policy.  On-site training fees must be paid to reserve a training date.  Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date. Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials.  Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees received.

Become a certified callcenter manager

Dates, Locations and Registration

What some past attendees say...

"This has to be the best training I've attended. Presented here is the high level information, breakdown of the process, and implementation aspects that will directly impact and improve employee and customer satisfaction. The coursework challenges you to think outside the box, and is focused on real problems with practical solutions . What I learned here I will be sharing with my colleagues to drive change at our organization. I encourage anyone seeking to expand their understanding of quality management and wanting to help improve the way their organization functions to take this course. This is absolutely necessary for the overall success of any call center and should be incorporated into the role requirements for any supervisor, manager, and director."
-- Manager 211 Quality, Strategic Impact and Community Engagement, Heart of Florida United Way, Orlando, FL

"The RCCSP Professional Education Alliance team is very knowledgeable, helpful, and really opens your eyes to a broader picture of how things should be done in call centers. The course held my attention and was not filled with a lot of useless information like other courses. The information provided here was spot on and directed towards all the improvement needed for success. Very interactive, very engaging with personalized attention"
-- Quality Management Program Specialist, Department of Veterans Affairs, Martinsburg, WV

"Highly impressed. Excellent resource for any contact center that is serious about the employee experience and customer experience. Without question, the best training I've received."
-- Customer Experience & Quality Assurance Supervisor, The Bank of Missouri, Perryville, ND

"RCCSP is a wonderful resource to provide best in class education and development for our leaders. The actionable information provided in this course that can be utilized immediately is tremendous. I believe we will be able to augment our staffing structure to better support QA and coaching activities. We will have a stronger footing to directly engage executive leadership and our teams at large."
-- Director of Strategic Access Operations, University Hospital, Cleveland, OH

"This is the training course and material we will use to start our Quality Assurance Program. It was more detailed than other programs or conferences I previewed. RCCSP is very knowledgeable with a tremendous amount of experience. This entire course was extremely beneficial."
-- Quality Assurance Coordinator, Basin Electric Power Cooperative, Bismark, ND

"Very professional and competent as regards the instructor's ability and the quality of the course. I would train with RCCSP again, definitely, because of the proven ability of the instructor's knowledge and way of teaching, and the quality of the course."
-- Quality Assurance Manager, Multi Contact Ltd., Curepipe, Mauritius

"As a result of this training, I anticipate positive improvement in coaching, improvement in hiring and attrition, and improvement in the QA process."
-- Managing Director, Rollins, Inc.

"RCCSP's robust certification process certainly adds value to this training. The emphasis on passing an exam ensures the knowledge is retained and useful on the job. The certification project requirement ensures a positive return on investment to the business. I look forward to taking some of RCCSP's more advanced courses after this experience."
-- Manager, EHI Inc.

"WOW - where do I start - this was very educational, covering many topics I would never even have thought of. Our center will be developing SOPs, training, nesting, true coaching, and using DiSC. If I may - Flippin' Awesome!"
-- Operations Management Consultant, Florida Department of Children and Family Services, Miami, FL

"Very valuable. We will be putting structures in place for training and quality monitoring as a result of this course. The instructor is very experienced and takes time to explain and provide guidance to her audience. She is very professional, fun and focused. I totally enjoyed the experience. Practical and mentally taxing, this course gives you the opportunity to share in other attendees' experiences."
-- Quality Assurance Manager, Heritage Banking Company Ltd., Lagos, Nigeria

"I plan to confidently go forward with more 'official' standard operating procedures and implement a quality monitoring program. As a call center professional of over 19 years, I've realized there is so much more to learn. I would absolutely attend another RCCSP course."
-- Contact Center Director, Scottsdale Medical Imaging, Scottsdale, AZ

"The training was intensive and very hands-on. It provided the insight we need - looking at the contact center from a different perspective. I gained a lot of terminology and ideas I can to put to use. This is a knowledgeable organization, with an abundance of information and years of practice."
-- QA Program Coordinator, Switchboard of Miami, Miami, FL

"Valuable, solutions oriented and slightly painful in a good way."
-- Quality Assurance Technician, U.S. Department of Defence, Finance and Accounting Services, Rome, NY

"This training program was more on-point than other contact center courses I've attended. It was very detailed and offered helpful information. I anticipate improving our coaching program as a result. Very professional."
-- Quality Analyst, Metro PCS, McKinney, TX

"Very Good. The instructor relates to each individual and adapts learning accordingly. Information is valuable and personalized"
-- Nathan Schuldt, Quality Assurance, Accelerated Payment Technologies, Pleasant Grove, UT

"RCCSP is extremely knowledgeable in all things contact center. Reference materials are excellent. Instructor was professional and engaging. This course was very informative and held my interest. After attending, I will be developing program-specific refresher training and revamping the quality form for our quarterly quality reviews."
-- Program Analyst, Transportation Security Administration (TSA), Arlington, VA

"RCCSP is very knowledgeable and trustworthy. Training dives deep into areas where managers and specialists can benefit to improve our contact center. We will be updating quality monitoring forms to help with behavior change."
-- Assistant Manager, Information and Referral, United Way

"After attending, I am expecting a lot of really great small gains in terms of coaching and monitoring that will drive positive growth and capacity. I'm left with a positive, professional sense of RCCSP and their good work."
-- Assistant Director of Global Advising Center, Global Educators, Northampton, MA

"The course materials and resources were very helpful. We will be making improvements to the Quality program, increasing cross training, and sharing knowledge with other departments."
-- Quality Assurance Manager, United Way of Greater Atlanta

"Good info. I anticipate quality changes and a shift in focus off what we know already towards new initiatives as a result of this course."
-- Customer Service Manager, Zappos, Las Vegas, NV

"My initial thought was to verify if the Alliance certification carried any weight. But, after surfing the web for alternatives, I was referred back to RCCSP. By far the best!!"
-- Associate Contact Center Manager, ICF International, Fairfax, VA

"This is way better than other training classes. The positive takeaways are too many to count."
-- Assistant Manager, Comprehensive Health Services Medical, Cape Canaveral, FL

"The relevant, open, flexible discussion format provided significant education and insight into many facets of the customer service arena. Being new to management in a call center environment, this was really valuable for my personal growth. A worthy investment for our agency."
-- Quality Control Program Manager, DFAS, Indianapolis, IN

"I expect to see better attention to the customer experience and increased quality as a result of this training. RCCSP is helpful, supportive and professional. I would attend another RCCSP course, to increase my knowledge base and help me be better at my job."
-- 2-1-1 Director, United Way of Salt Lake City, Salt Lake City, UT

"This course was excellent. The instructor provided a significant amount of crucial information in a manageable format. The quality of our customer services will drastically improve with the information received. RCCSP has a grasp on industry standards and provides creative tools to help centers meet and exceed them."
-- Call Center Supervisor, Prison Fellowship Ministries, Landsdowne, VA

"This class is a 5 out of 5. I learned quite a lot and am excited to share my knowledge with the rest of my team. I'll get a return on this investment, with continued improvements to mentoring and coaching of staff for upward mobility. I want to next attend the RCCSP Workforce Management Certification Boot Camp, Comprehensive Call Center Metrics, and the Call Center Engineering Certification course."
-- Call Center Director, Universal Companies, Abingdon, VA

"The value of this training is huge. RCCSP is an impressive organization on providing training and mentoring. All the material we reviewed during the training was very complete and helpful, and delivered effectively."
-- Quality Assurance Assistant, 211 San Diego, San Diego, CA

"This course was designed to give us exactly the type of information that we needed to improve our contact center and our statewide system. The information was relevant, valuable, and backed by scientific evidence. I appreciated receiving best practices information -- the new stuff, but especially the information that I generally knew (or thought I knew) but didn't have the science to back up my actions! The RCCSP has done the leg work to provide us with information that we can share with our centers that has scientific backing -- giving us strength to take it back."
-- 2-1-1 Program Director, HandsOn Battle Creek, Battle Creek, MI

"I expect an increase in coaching and quality assurance in our center following this training. It was extremely well prepared and researched, much more comprehensive than other call center training courses I've attended in the past."
-- Director, United Way of Greater Houston, Houston, TX

"Very professional training course and company. We will be redesigning training and reviewing the QA process, starting with a SWOT analysis."
-- Quality Assurance Manager, Metro PCS, Richardson, TX

"I expect positive changes in the performance and efficiency of the call center as a result of this training. I would attend another RCCSP training in order to further my knowledge on practices applicable to the call center."
-- HR and Quality Manager, Multi Contact Ltd, Curepipe, Mauritius

"Very valuable. We will be putting structures in place for training and quality monitoring as a result of this course. The instructor is very experienced and takes time to explain and provide guidance to her audience. Practical and mentally taxing, this course gives you the opportunity to share in other attendees' experiences."
-- Quality Assurance Manager, Heritage Banking Company Ltd., Lagos, Nigeria

Recommended Follow-on Courses:
Comprehensive Contact Center Metrics

Call Center Manager Training and Certification

Call Center Executive Management Boot Camp

Survey Design and Analysis Workshop
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